Support operations · Helpdesk platforms · AI

Build the support team you need. Then make it earn.

We help companies set up support from the first hire, scale it without runaway headcount, and turn it into revenue with Premium Support and Managed Services. We also move teams onto Freshworks or HubSpot and set up AI that actually resolves tickets. Led by an operator who has built global support teams for 18 years.

Request a free 30-minute consultation See services

Platforms: FreshdeskFreshchatFreshserviceHubSpot Service HubJiraZendesk

Cost centre→Revenue line Track record

Support team scaled in 18 months100 → 450+ agents

Contact centres set up from scratch4 countries · 750 agents

Premium Support launched$250K+ a year · 15–25% margin

Managed Services launched$250K+ a year · 35–40% margin

Client growth absorbed with AI+57% · 0 new hires

Named-account retention 98% Team attrition 2%

Results from our founder's previous leadership roles.

18+ yrs

building and running global technical support, BPO delivery and SaaS operations

100 → 450+

agents hired, trained and scaled across five regions in 18 months

750 agents

across four BPO partners, four countries and 65 languages

3 revenue lines

launched from zero: Premium Support twice, Managed Services once

57% growth

absorbed with zero new L1/L2 hires, using AI and a 2,000-article knowledge base

2% attrition

against a 25–35% industry average, with 4 team members promoted to manager

When teams call us

You're building, scaling, switching tools, or bringing in AI

"We need a support team, and we're starting from zero."

Founders and engineers are answering tickets. You need the right roles, tools, SLAs and first hires, set up once and set up properly.

"Support is only a cost on our P&L."

Enterprise customers would pay for faster response and a named contact. A Premium Support tier turns that demand into revenue.

"Customers keep asking us to run the platform for them."

Admin, configuration and day-to-day operations done for the client. Packaged well, it becomes a high-margin Managed Services line.

"We're moving to Freshworks or HubSpot."

You've chosen the platform. Now someone has to move years of tickets, rebuild workflows and switch over without a bad week for customers.

"Our reports take a day to build, and nobody trusts them."

Managers export spreadsheets every week. Live dashboards with AI commentary give everyone the same numbers every morning.

"Our AI bot resolves almost nothing."

Most teams running AI see it fully resolve under a quarter of tickets. The cause is usually knowledge, handoffs and measurement, not the model.

Services

Clear starting prices, fixed quotes

Every engagement starts with a free 30-minute consultation. Prices below are starting points; you get a written scope and a fixed quote before any work begins. Prices in rupees are before 18% GST.

Founding client offer25% off for our first three clients, in return for a short case study we can share.Ask about it

Support operations

Core service

Build your helpdesk from scratch

For: startups and scale-ups setting up support for the first time, or rebuilding it Typical timeline: 6–10 weeks From ₹2,00,000 · $4,500

A complete support function, designed and launched with you: the team, the tools and the operating rhythm. Built the way we've set up contact centres in four countries and scaled a team from 100 to 450+ agents.

Support model and L0–L3 tier design
Roles, hiring profiles and interview kits
Onboarding, training and agent certification
SLAs, escalation matrix and support-to-engineering handoff
Helpdesk setup on Freshworks or HubSpot
Knowledge base and canned responses to start with
QA scorecard, staffing model and KPI dashboard
A 90-day launch plan and weekly reviews

Revenue

Premium Support: from cost centre to revenue line

For: B2B SaaS companies with enterprise customers Typical timeline: 4–8 weeks to launch From ₹1,50,000 · $3,500

A paid support tier your sales team can sell and your customers will renew: named account managers, faster SLAs and proactive reviews, priced so it pays for itself.

Tier design: what's standard, what's premium
Pricing, packaging and entitlements per tier
Named TAM model and account-to-TAM ratios
Premium SLAs, QBRs and health scoring
P&L and margin model
Sales enablement and upsell playbook

Built twice from zero: $300K+ and $250K+ a year at 15–25% margin, with 98% named-account retention.

Revenue

Launch a Managed Services line

For: platform companies whose customers want the product run for them Typical timeline: 6–10 weeks to launch From ₹2,00,000 · $4,500

A service where your team runs the platform on the client's behalf: administration, configuration, content and day-to-day operations. Set up as its own P&L, so it adds margin rather than workload.

Service catalogue and scope boundaries
Pricing and margin model
SOW and contract templates
Delivery playbooks and runbooks
SLA design, including 24×7 coverage options
Team structure, QBRs and renewal plan

Built from zero: 35–40% operating margin, $250K+ a year, 99.5% SLA compliance and 95%+ retention.

Platforms and AI

Platforms

Helpdesk migration to Freshworks or HubSpot

From: Zendesk, Zoho Desk, Salesforce, Jira Service Management, Intercom, shared inboxes or in-house tools Typical timeline: 3–6 weeks From ₹1,00,000 · $2,500 up to about 20 agents

A planned move with no lost history and no gap in coverage. We rebuild how your support works on the new platform rather than copying old problems across.

Discovery of current setup, volumes and pain points
Data mapping: tickets, contacts, companies, KB, attachments
SLA policies, queues, routing and escalation rules rebuilt
Integrations: Jira, Slack, CRM and product tools
Test migration and sign-off before cutover
Planned cutover with a rollback plan
Agent and admin training
14 days of hypercare after go-live

AI-ready support setup

Works with: Freddy AI, HubSpot Breeze, or your own AI agents Typical timeline: 2–4 weeks From ₹75,000 · $1,800

AI that resolves tickets, with the guardrails enterprise and regulated customers expect. Built from production experience: AI-assisted quality review on every ticket, bot-led chat across five European markets at 91% CSAT, and AI governance for banking client data.

Knowledge base readiness review and gap list
Bot triage and AI-to-human handoff design
Agent copilot drafting replies for review
AI-assisted quality review of every ticket
Governance: PII handling, human review, audit trail
Metrics that show true resolution, not just deflection

AI dashboards

AI-powered dashboards on your current helpdesk

Works with: HubSpot and Jira first; Zoho Desk, Freshdesk and Zendesk on request Typical timeline: 2–4 weeks From ₹60,000 · $1,200 setup for 3 dashboards

Live dashboards built on the helpdesk you already use, with no new tool to buy. AI reads the data and writes the commentary, so leaders see what changed and why, and managers walk into reviews prepared.

Leadership scorecard: SLA, backlog, ageing, intake vs closures
Client review packs for QBRs, ready to present
Engineer and team performance views for one-to-ones
CSAT and DSAT by product area and ticket type
Product insights: which areas create the most tickets
AI-written summaries and a daily refresh

Built in production: six recurring reports automated from HubSpot and Jira, and QBR preparation cut from about a day per review to zero.

How it's delivered

Your company buys its own Claude Team plan, from $25 per seat per month with a 2-seat minimum, billed directly by Anthropic. We build the dashboards inside your workspace, connected to your helpdesk, so your data stays in your account.

Example: 3 dashboards on HubSpot for a 10-person support team. ₹60,000 once, about $50 a month for 2 Claude seats paid to Anthropic, and optional care for changes and new views at ₹10,000 ($250) a month.

See a sample dashboard ↗

Not sure where to start?

Best place to start

Support Ops Health Check

Format: remote review plus two calls Timeline: 2 weeks From ₹35,000 · $750 credited if you continue

An outside view of how your support operation runs today, with a prioritised list of fixes. Useful before you hire, before a migration or AI rollout, or when SLAs and CSAT are slipping.

Helpdesk configuration and workflow review
SLA, queue and escalation design check
Support-to-engineering handoff review
Reporting and KPI review
Written report with your top 5 fixes
A 30-day action plan and readout call

Coming in 2027: managed support for SaaS startups

An outsourced L1/L2 support team, run to enterprise standards, for startups that don't want to build support in-house yet. Register interest and we'll contact you first.

How an engagement runs

Five stages, each signed off by you

Discover

Week 1

Understand your customers, volumes, team, tools and the outcome you need.

Design

Week 1–2

Agree the target model: team structure, SLAs, tiers, pricing or data mapping.

Build

Week 2–6

Set up the tools, playbooks, hiring kits and dashboards, tested with your team.

Launch

Planned date

Go live with the new team, tier, service line or platform, with a fallback plan.

Handover

2 weeks +

Weekly reviews and fixes until your team runs it confidently on its own.

Why OpsZeal

You build the product. We'll build the support behind it.

For 18 years I've been the person companies call when support has to grow faster than the plan. I've seen it from every seat: answering calls myself, training new agents, running teams across four countries, and building support at SaaS companies as they scaled.

The same story plays out in almost every growing company. Support starts with the founders answering tickets. Then customers multiply, the inbox overflows, the best engineers get pulled into firefighting, and nobody is quite sure what good support should look like. Now every vendor also promises that AI will handle it all, which makes the choice even harder.

I started OpsZeal Consulting and Services so growing companies don't have to learn this the hard way. We set up the team, the tools and the AI properly from the start, and stay with you until it runs on its own. After that, we can keep your dashboards and setup up to date as you grow. You focus on your product and your customers; we help you get the support behind them right.

Support is part of your product.It decides whether customers renew, so it deserves the same care as the code.
AI takes the repetitive work.People keep the hard conversations, where trust is won or lost.
A good setup outlives its consultant.Your team should run it confidently after we step back.

Mahesh Kumar DFounder, OpsZeal Consulting and Services

We practise what we advise

OpsZeal software is built AI-first

OpsZeal also builds operations software for small businesses. Our three products are built with AI as the core engineering partner, and designed and reviewed by people with two decades of enterprise operations experience. It's the same approach we bring to your support team.

Visit opszeal.com ↗

3 productsStyle, Guru and Garage, for boutiques, tutors and garages

1 codebaseWeb and mobile from a single Flutter app

Team of 3Built AI-first, with human design and review

Role-based accessOwner, partner and staff permissions built in

FAQ

Common questions

Do you sell Freshworks or HubSpot licences?

No. You buy licences directly from the vendor or your existing reseller. We're paid for the migration and setup work, so our advice on which platform and which plan fits you stays independent.

How do you keep our customer data safe during a migration?

We work with access you grant and can revoke, move data with the platforms' own migration tools or APIs, and sign an NDA and data-processing agreement before we start. Nothing is copied to personal devices or kept after the project.

Can you work alongside our own admins?

Yes, and we recommend it. Your team takes part in design and testing, so they own the setup after go-live. Training is included in every migration.

We're not sure whether Freshworks or HubSpot is right for us.

That's a good reason to start with the free consultation or the Health Check. We'll compare both against your volumes, workflows and budget and give you a straight recommendation.

Do you work with companies outside India?

Yes. We work remotely with teams in India, the US, the UK, Europe, the Middle East and Asia-Pacific, and schedule calls in your time zone.

Can you help us hire the support team?

Yes. We design the roles, write the job descriptions and interview kits, and can join interviews for key hires. We don't act as a recruitment agency, so you hire directly and pay no placement fees.

We're a small company. Is Premium Support or Managed Services too early for us?

Often it isn't. If even a handful of customers ask for faster answers or for you to run the platform for them, a small, well-priced offer can pay for a dedicated person. The Health Check tells you whether the demand is there.

What does an engagement cost?

Each service shows a starting price. Your fixed quote depends on ticket volume, channels, integrations and team size, and you get it in writing after the first call, before any work starts. Rupee prices are before 18% GST. If you start with a Health Check and go on to another project, the Health Check fee comes off that project.

Do we need to buy anything else for the dashboards?

Yes, a Claude Team plan for your company, from $25 per seat per month with a 2-seat minimum, billed by Anthropic. You own the workspace and the data. Our fee covers building, connecting and, if you choose, maintaining the dashboards.